Countless hours are spent developing unique solutions to solve critical business and consumer issues, crafting deployment plans, and preparing solutions to win in the market. But it’s easy to overlook the importance of a comprehensive support and maintenance program. Without a properly executed program, you will fail to quickly and effectively resolve customer support issues. Ultimately eroding the brand, you have worked so hard to create.
Customers have a variety of options with UNICOM Engineering’s global support programs to extend product lifespan and maximize uptime. These programs are designed to help ensure high availability, rapid response, effective troubleshooting, fast parts replacement, and 24-hour support. When bundled together as a comprehensive program, they remove the risk and burden of supporting deployed solutions, providing a critical competitive advantage. Review the programs available, discuss your needs with our team, and let us design a suitable, cost-effective program.
UNICOM Engineering will manage pools of customer-owned equipment for evaluation and demonstration needs. We believe that a positive “out-of-the-box” experience is key to the success of your brand. Our standard Evaluation Pool Management service includes loading the latest image, repairing minor cosmetic defects, replacing rails, and re-packaging all accessories and product documentation such that refurbished units look and behave as new products. Units returning from trade shows, sales meetings, customer evaluations, and other events are thoroughly tested and refurbished before they are returned to stock and shipped to the next customer or event.
This pool of equipment is stocked by simply adding new units and receiving units through the Return Materials Authorization (RMA) process. Customers can view inventory levels, individual unit status, and track shipping information via the customer portal. Evaluation units can be stocked in our USA or Galway, Ireland warehouses to expedite shipments outside of the United States. Typical turnaround time for the product in stock is two-business days. Our standard lead time to refurbish and ship a unit to a second location is 15 days from receipt at one of UNICOM Engineering’s manufacturing facilities.
Evaluation Pool Returns
When units are returned to UNICOM Engineering facilities they are tested and refurbished to “like new” condition, then re-imaged with the latest software.
UNICOM Engineering’s customer portal provides visibility and control of your business online through a secure web portal that reports status of inventory, tracks orders and shipments, manages forecasts and produces reports. Customers use the portal as their primary access to information and to view the status of products and orders in real time.
The portal shows the status of current shippable products, finished goods and Work in Progress (WIP) by location–enabling customers to plan and execute location-based distribution. Having this information at your disposal allows you to respond to sales demand in a more timely manner.
The portal offers multiple ways to view your business information. You can view the information by PO, ship date, or serial number. You can request and generate reports that include information on RMAs, open orders, WIP, shipments, and evaluation equipment.
This screen is an example of just one of the functions available to review your account and view orders using purchase order numbers.
This service enables customers to ship products from UNICOM Engineering’s facilities outside normal business hours and as-needed when customers require late weekday or Saturday shipments. UNICOM Engineering includes this service as part of our standard quarter-end order processing on the last business day of March, June, September, and December at no additional charge to our customers.
Detailed Return Material Authorization (RMA) activity is accessible via UNICOM Engineering’s customer portal. This report provides details for each RMA and includes reported failures, failure analyses data, and return shipping information. The report is searchable to broaden or narrow RMA search results.
Three base global support programs have been developed to meet customer requirements. All systems come with Basic Warranty Support and can be upgraded to include either Advance Server Replacement or Advance Parts Replacement extending your coverage and minimizing delays. Additional options can be added to the Advance Support programs to provide forward stocking, keep your hard drive, and on-site resources.
Our core programs are represented in green with add-on optional On-Site Response Services in blue.
UNICOM Engineering guarantees that every system we manufacture functions properly — 100% free from workmanship defect under our Basic Warranty Support terms for two (2) years after receipt of product. Extended (optional) warranties are available to lengthen warranty periods. Consumable items like filters, tapes, and batteries are not covered.
Components shipped separately and not integrated into systems are under UNICOM Engineering warranty for 30 days.
Basic Warranty Support provides direct access to UNICOM Engineering’s technical staff via phone, web, or email. Phone-based technical support is available between 8:00 AM and 8:00 PM EST Monday through Friday (excluding UNICOM Engineering recognized holidays). Our on-staff experts are always ready to answer questions and resolve problems. If after troubleshooting in-warranty product, any damaged or inoperable equipment is identified, simply return it on an RMA and we will gladly repair or replace the equipment and expedite its return to service. For equipment deemed out-of-warranty, repair and return service is handled on a time and materials (T&M) basis.
UNICOM Engineering offers Advance Server Replacement (ASR) designed explicitly for fast system substitution. With ASR, pre-configured systems can be stocked at our locations and made ready to ship in the event of field unit malfunction. Field Replaceable Units (FRUs) are provided for user-serviceable components such as hot-swap power supplies and hard drives. Forward stocking is also available as an ASR option and provides local city and gateway country locations to stage items within a country for dispatch minimizing customs delays.
Many customers prefer our optional Advance Parts Replacement (APR) program, which extends the warranty on parts for a minimum of one (1) year to a maximum of three (3) years. Once a failed component has been diagnosed and identified, a replacement part is shipped via priority freight Monday through Friday (excluding holidays). UNICOM Engineering assumes all freight charges for replacement parts. This program is ideal for solutions with third-party components such as network accelerator boards saving critical time as well as simplifying the tracking and processing of replacement components.
The following additional services are offered to further enhance either the Advance Server Replacement or Advance Parts Replacement programs. They are designed to extend your coverage by ensuring repair parts and servers are stocked in-country as needed or that an on-site technician is available to complete the repair once the hardware is available.
Streamlining the speed in which parts or systems make it to your location is critical to maximizing uptime. When you are doing business on a global scale, this becomes increasingly more difficult with the potential delays and complexities of clearing customs. This is where the ability to access Forward Stocking Locations (FSLs) can become invaluable. FSLs provide a method for spare parts and systems to be stocked in a depot location within select countries for immediate dispatch without the impact of import delays of international shipments. We currently maintain 49 stocking locations with access to more than 700 others worldwide. Once this service is up and running, dispatch requests can be placed with our service organization 24x7x365 for real-time responsiveness.
UNICOM Engineering offers three levels of on-site response that can be coupled with an Advance Support program. Each of the options below adds an on-site technician to complete the repair process when hardware replacement is required. All on-site response technicians are backed by UNICOM Engineering’s in-house support staff to troubleshoot and resolve issues. Forward stocking of replacement parts is available in conjunction with any of these programs to enable expedited arrival of parts for on-site technicians.
When technical issues require professional on-site assistance, Advance Server/Parts Replacement with On-Site Technician delivers experienced technicians to your door during local business hours (between 8:00 AM and 5:00 PM). This service is chosen by those that want to guarantee problem-free installation or equipment replacement.
When 24×7×365 availability is mission-critical, our Anytime On-Site program gives you full-time service and support — weeknights, weekends and holidays included. This complete program includes all the components of APR/ASR with On-Site Technician and dispatches a hardware technician to your location (any time of day) in as few as four hours after the replacement parts are delivered onsite.
For the most all-inclusive, hands-on support, service, and troubleshooting program available, many UNICOM Engineering customers choose our Anytime On-Site with Advanced Troubleshooting program. This program offers the ultimate insurance against long-term downtime and guarantees that a technician is dispatched (within four hours of the support request) to your facility where they can quickly diagnose and solve equipment problems. If necessary, our technicians will order and install replacement parts and/or systems that arrive by priority freight. If your application warrants fail-safe operation, regular and timely maintenance, or you need top-line support services, Anytime On-Site with Advanced Troubleshooting is the program of choice.
UNICOM Engineering works with companies in a variety of industries that secure data, and their desire to protect it is imperative. With this in mind, we’ve developed the Non-Return of Drive (NRD) service to alleviate the requirement of returning failed storage media. The NRD program allows the end-user to retain the failed drives and to avoid any financial or paperwork issues related to returning the drive to UNICOM Engineering.
The quicker we start to engage the faster this can happen. We’ve provided some baseline information above, but we are much more engaging in person. Let’s discuss the technology and services that will optimize your application and drive performance.